Part-Time Contact Center Professional (Pooling)

About the role

ING Hubs Philippines, part of the ING organization serving Wholesale and Retail Banking, is hiring a part-time Contact Center Professional for pooling. You will support a specific business area by handling customer interactions and processing client requests and complaints through chat, voice, video, email and messaging.

Key responsibilities

• Interact with clients via chat, voice, video, email and messaging channels as assigned.
• Process Know Your Customer onboarding, periodic reviews, triggers and customer requests in the systems, in line with applicable laws and regulations.
• Manage end-to-end execution of client requests and complaint resolution, including correcting system-generated responses when needed.
• Follow risk and compliance processes and report deviations to the right person or body.
• Review client information and documentation, validate submitted materials against supporting documents and prepare related analysis.
• Provide status updates on ongoing activities and identify blockers for resolution.
• Perform quality checks, help the team achieve productivity and turnaround targets, and take on new challenges with independence.
• Work with minimum supervision and give technical guidance on policies and procedures when required.

Required profile

• College graduate or equivalent professional experience in banking, ideally in a shared service or BPO environment.
• Proficient spoken and written English; knowledge of MS Office.
• Able to adapt to a fast-paced environment, perform standard operations and payments, and execute quality checks.
• Willing to work morning, mid and/or night shifts, including weekends and holidays, and to render overtime as needed.
• Willing to obtain required certifications within set timeframes, such as the Febelfin certification.